En savoir plus sur Talkdesk

Talkdesk est la première solution au monde de centre d'appels basée sur un navigateur qui aide les entreprises du monde entier à renforcer leurs relations clients. Plébiscitée par Box, Shopify et des milliers d'autres entreprises leaders orientées clients, elle permet aux agents de disposer d'une vision à 360° des clients.

La solution Talkdesk permet aux entreprises de :
– Avoir des conversations plus personnalisées avec les clients et les prospects ;
– Améliorer la productivité et l'efficacité de l'équipe ;
– Prendre des décisions basées sur les données pour améliorer les indicateurs de performance clés.

La solution offre des intégrations fluides dans les outils commerciaux comme Salesforce, Zendesk, Slack, Desk.com et plus de 20 autres applications majeures. Dotée de centaines de fonctionnalités personnalisables, notamment des flux de travail automatisés, des outils de reporting en direct et un routage basé sur les compétences, c'est la solution de centre d'appels idéale pour les entreprises de toutes tailles.

Options de tarification dès :

s/o

  • Version gratuite
  • Essai gratuit
  • Abonnement

Appareils

Pour quelle entreprise ?

TPE PME GE

Disponible dans les pays suivants

Australie, Brésil, Canada, Allemagne, Espagne et 9 autres, France, Royaume-Uni, Irlande, Inde, Italie, Mexique, Pays-Bas, Nouvelle-Zélande, États-Unis

Langues

allemand, anglais, espagnol, français, italien, portugais, russe

Options de tarification dès :

s/o

  • Version gratuite
  • Essai gratuit
  • Abonnement

Images

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Fonctionnalités

Nombre total de fonctionnalités pour Talkdesk : 90

  • API
  • Achats et réceptions
  • Actions découlant d'un événement
  • Alertes et remontée des problèmes
  • Alertes/Notifications
  • Analyse du service client
  • Analyse en temps réel
  • Archivage et rétention
  • Automate d'appel
  • Autorisations basées sur les rôles
  • Base de données de clients
  • Base de données de contacts
  • CRM
  • CTI (couplage téléphonie informatique)
  • Centre d'appel mixte
  • Centre d'appels entrants
  • Centre d'appels sortants
  • Chat en temps réel
  • Chat et messagerie
  • Communication multicanal
  • Communications unifiées
  • Conception de base de données ouverte
  • Conférences téléphoniques
  • Connexion VoIP
  • Contrôles/Permissions d'accès
  • Distribution automatique des appels
  • Distribution automatique des leads
  • Données en temps réel
  • Détection du répondeur
  • Enregistrement des appels
  • Enregistrement planifié
  • Enregistrement à la demande
  • Enregistrements
  • Files d'attente d'appels
  • Filtrage d'appels
  • Gestion de l'assistance téléphonique
  • Gestion de la base de connaissances
  • Gestion des centres d'appel
  • Gestion des contacts
  • Gestion des flux de travail
  • Gestion des leads
  • Gestion des listes d'appels
  • Gestion des listes d'attente
  • Gestion des tickets de support
  • Gestion du télémarketing
  • Historique des clients
  • Identification de l'appelant
  • Importation et exportation de données
  • Interface d'agent
  • Intégrations de tiers
  • Journalisation des appels
  • Liaisons SIP
  • Marquage
  • Messagerie SMS
  • Messagerie vocale
  • Mesure des performances
  • Mode progressif (progressive dialer)
  • Monitoring
  • Notifications en temps réel
  • Numéroteur manuel
  • Numéroteur prédictif (predictive dialer)
  • Outils de collaboration
  • PBX
  • Parties multiples
  • Personnalisation de la voix
  • Planification des rappels
  • Pour les petites entreprises
  • Prise en charge de plusieurs scripts
  • Rapports en temps réel
  • Rapports et analyses
  • Rapports et statistiques
  • Rapports personnalisables
  • Reconnaissance SVI et vocale
  • Routage automatisé
  • Routage des appels
  • Saisie téléphonique
  • Scripts d'appel
  • Suivi des activités
  • Suivi des appels
  • Suivi des appels
  • Suivi des interactions
  • Suivi des tickets d'assistance
  • Surveillance en temps réel
  • Synthèse vocale
  • Tableau de bord d'activités
  • Touches de raccourci
  • Transcription de message vocal
  • Transfert d’appel
  • VoIP
  • Étiquetage des appels

Alternatives

CloudTalk

4,5
Alternative n° 1 à Talkdesk
CloudTalk est une solution cloud pour call centers destinée aux équipes de vente et d'assistance qui cherchent à...

Call Center Studio

4,5
Alternative n° 2 à Talkdesk
Call Center Studio est un logiciel cloud qui fournit aux entreprises des outils pour gérer les requêtes des clients sur...

TalkChief

5
Alternative n° 3 à Talkdesk
TalkChief est un système de téléphonie pour entreprise basé sur le cloud conçu pour aider les call centers, les...

Five9

4,2
Alternative n° 4 à Talkdesk
Five9 est une solution de centre d'appels et de call centers optimisée par l'intelligence artificielle. Cette solution...

Avis

Note globale

4,5 /5
(669)
Rapport qualité-prix
4,5/5
Fonctionnalités
4,4/5
Simplicité d'utilisation
4,7/5
Support client
4,6/5

Vous avez déjà Talkdesk ?

Les acheteurs de logiciels ont besoin de vous ! Les avis utilisateurs nous aident tous à prendre de meilleures décisions.

Donnez votre avis !
Afficher 5 avis sur 669
Cortney K.
Note globale
  • Secteur d'activité: Immobilier
  • Taille de l'entreprise: 201-500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

TalkDesk is above the rest! - Cortney K

Publié le 18/11/2019

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk...

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Avantages

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Inconvénients

Sometimes the audio is best when connected via ethernet cable.

Kallen B.
Note globale
  • Secteur d'activité: Gestion de l'enseignement
  • Taille de l'entreprise: 501-1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Talkdesk: The perfect tool for your support team!

Publié le 10/09/2020

It has been an awesome experience using Talkdesk. This software has allowed us to grow and has...

It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.

Avantages

This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.

Inconvénients

The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual.

However, most of the data you want can be found in these reports.

Utilisateur vérifié
Note globale
  • Secteur d'activité: Internet
  • Taille de l'entreprise: 11-50 employés
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

Worst experience we had

Publié le 06/11/2015

I was really happy that i found a cloud sollution for our company with lots of integrations.
The...

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Avantages

Nice app, nice design, easy to use, good quality of sound.

Inconvénients

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Réponse de Talkdesk

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Anthony G.
Note globale
  • Secteur d'activité: Hôtellerie
  • Taille de l'entreprise: 501-1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

My Talkdesk experience

Publié le 17/08/2020

All people from Talkdesk are very involve since the deployment process. During implementation, we...

All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Avantages

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Inconvénients

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Tyler F.
Note globale
  • Secteur d'activité: Internet
  • Taille de l'entreprise: 2-10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Powerful phone system, though focus shifting away from startups

Publié le 05/05/2020

We needed a phone system which allowed our distributed team to take business calls on mobile...

We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.

Avantages

Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.

Inconvénients

For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.

Alternatives envisagées 

RingCentral MVP, Grasshopper et OpenPhone

Pourquoi choisir Talkdesk 

Grasshopper was not connecting all calls, meaning a customer would call us and leave a message, yet none of our agents were never rang or notified. We haven't had this problem much with Talkdesk (though, not never).

Logiciel antérieur 

Grasshopper

Pourquoi passer à Talkdesk

Balance between cost and feature set
Afficher 5 avis sur 669 Lire tous les avis

Talkdesk - FAQ

Voici quelques-unes des questions fréquentes sur Talkdesk.

Types de licences disponibles pour Talkdesk :

  • À partir de:
  • Type de licence: Abonnement
  • Essai gratuit: Non disponible

Utilisateurs habituels du logiciel Talkdesk :

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Langues dans lesquelles Talkdesk est disponible :

allemand, anglais, espagnol, français, italien, portugais, russe

Appareils pris en charge par Talkdesk :

Android (mobile), iPhone (mobile), iPad (mobile)

Applications s'intégrant à Talkdesk :

Acquire, Airkit, Avochato, BigCommerce, Brand Embassy, Contactually, CrankWheel, Dasceq, Desk.com, Freshdesk, Google Contacts, Groove, Help Scout, Highrise, Hoopla, Intercom, Keap, Knowmax, Kustomer, LiveChat, Nimble, Observe.AI, Olark, OnePageCRM, Pipedrive, Playvox, ProcedureFlow, Replicant, Salesforce Sales Cloud, Salesforce Service Cloud, Scorebuddy, Shopify, Slack, Slybroadcast, SmartAction Omni-bot, SnapEngage, Snapsolv, Tap My Back, Teneo, Tethr, Textline, UserVoice, Userlike, Zappix Visual IVR Solutions, Zendesk, Zingtree, Zoho CRM, eyeson

Ressources d'aide disponibles pour Talkdesk :

Service client/e-mail, FAQ/forums, Base de connaissances, Support téléphonique, Support 24/7 (réponse directe), Chat

Catégories connexes

Consultez toutes les catégories de logiciels trouvées pour Talkdesk.